Freshworks

1 week ago

Specialist - Customer Success (EX - Enterprise) North America

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Partner with enterprise customers to maximize the value of Freshservice by driving ITSM best practices, improving service delivery, and supporting business outcomes. Manage a customer portfolio across the lifecycle, run product demos and solution workshops, and build trusted relationships with IT leaders and service desk stakeholders. Proactively identify customer risks, coordinate with cross-functional teams, promote new features and AI capabilities, and track customer health and SaaS adoption metrics.

Location: Chennai

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Manage a portfolio of customers throughout their lifecycle, driving adoption and retention.
•Understand customers’ ITSM processes and recommend best practices aligned with ITIL.
•Conduct product demos and solution workshops across Freshservice capabilities including Incident, Change, Problem, Asset Management, CMDB, and Workflow Automation.
•Build trusted relationships with IT leaders, Service Desk Managers, and key stakeholders.
•Proactively identify customer risks, partner with cross-functional teams, and track customer health and SaaS adoption metrics.

Key Requirements

•Experience in Customer Success, Technical Account Management, or Solution Consulting within SaaS.
•Strong knowledge of ITSM and ITIL, including enterprise IT operations.
•Experience with Freshservice, ServiceNow, Jira Service Management, ManageEngine, BMC, HaloITSM, or similar platforms.
•Excellent communication, stakeholder management, and presentation skills.
•ITIL Foundation certification is a plus; Bachelor’s degree in Computer Science, Information Technology, or a related field.

Experience:SaaSITSMEnterprise IT operations

Education:Bachelor's in Computer Science, Information Technology, or a related field

Skills:CommunicationStakeholder managementPresentation skills

Certifications:ITIL Foundation

Languages:English

Tech Stack:FreshserviceITSMITILIncident ManagementChange ManagementProblem ManagementAsset ManagementCMDBWorkflow AutomationFreshservice AISaaSServiceNowJira Service ManagementManageEngineBMCHaloITSM

Company Brief

Freshworks

Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Mateo, United States

Founded: 2010

Glassdoor: 3.5

Website LinkedIn Glassdoor

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Freshworks

1 week ago

Specialist - Customer Success (EX - Enterprise) North America

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: Chennai

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Manage a portfolio of customers throughout their lifecycle, driving adoption and retention.
•Understand customers’ ITSM processes and recommend best practices aligned with ITIL.
•Conduct product demos and solution workshops across Freshservice capabilities including Incident, Change, Problem, Asset Management, CMDB, and Workflow Automation.
•Build trusted relationships with IT leaders, Service Desk Managers, and key stakeholders.
•Proactively identify customer risks, partner with cross-functional teams, and track customer health and SaaS adoption metrics.

Key Requirements

•Experience in Customer Success, Technical Account Management, or Solution Consulting within SaaS.
•Strong knowledge of ITSM and ITIL, including enterprise IT operations.
•Experience with Freshservice, ServiceNow, Jira Service Management, ManageEngine, BMC, HaloITSM, or similar platforms.
•Excellent communication, stakeholder management, and presentation skills.
•ITIL Foundation certification is a plus; Bachelor’s degree in Computer Science, Information Technology, or a related field.

Experience:SaaSITSMEnterprise IT operations

Education:Bachelor's in Computer Science, Information Technology, or a related field

Skills:CommunicationStakeholder managementPresentation skills

Certifications:ITIL Foundation

Languages:English

Tech Stack:FreshserviceITSMITILIncident ManagementChange ManagementProblem ManagementAsset ManagementCMDBWorkflow AutomationFreshservice AISaaSServiceNowJira Service ManagementManageEngineBMCHaloITSM

Company Brief

Freshworks

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Mateo, United States

Founded: 2010

Glassdoor: 3.5

Website LinkedIn Glassdoor